IT Service Desk Analyst


Ontario, Canada

Full time

IT / System / Network


Sep 7

Job Description:

DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. With decades of driving innovation, the world’s largest companies trust DXC to deploy our enterprise technology stack to deliver new levels of performance, competitiveness and customer experiences. Learn more about the DXC story and our focus on people, customers and operational execution at


Provides level 1 technical support to users for all computer related technical problems to various accounts that are supported. Enters tickets into the call tracking tool; ensures information is accurate, prioritized and assigned to a queue.

Essential Job Functions

Answers help desk telephones and various methods of inquiries (Email, SST, Web, Chat, etc..) for multiple accounts and responds to all customer inquiries to ensure customer needs are met.

Assists customers in resolving all technical problems by providing troubleshooting guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process.

Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.

Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.

Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.

Other duties as required/requested

Basic Qualifications

High school diploma or G.E.D.

One or more years of technical training in computer support preferred

One or more years of technical or customer support experience

Experience working with company products and operating systems

Experience with solving computer-related problems

Experience working with company escalation policy

Other Qualifications

Interpersonal skills to interact with customers and team members

Strong communications skills

Organization skills to balance and prioritize work

Analytical and problem solving skills

Leadership skills to mentor and provide guidance to less experienced personnel

Ability to work individually as well as in a Team

This shift is 4am to 12pm EST, this shift may change in the future so the candidate must be open 24hr shift work including weekends

This is a remote role

DXC is an equal opportunity employer. We welcome the many dimensions of diversity. Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy.

In addition, DXC Technology is committed to working with and providing reasonable accommodation to qualified individuals with physical and mental disabilities. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please e-mail AODA Canada Requests.

Note: This option is reserved for applicants needing a reasonable accommodation related to a disability.

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